Case Study: Oncoclínicas&Co improves patient engagement and reduces wait times with IBM

Oncoclínicas&Co delivers fast and connected service integrations with IBM watsonx

Oncoclínicas&Co, Latin America’s largest oncology-focused healthcare network, needed to scale personalized, fast, and connected patient communications across more than 140 units. Fragmented systems, manual processes, and delayed digital interactions made it difficult to deliver the humanized service patients expected. IBM and partner PROA.AI worked with the company to modernize its engagement model using IBM watsonx and IBM Cloud Pak technologies.

IBM implemented a unified, AI-driven communication and automation solution across WhatsApp, chat, and email, using IBM watsonx.ai, IBM Cloud Pak for Business Automation, and IBM Cloud Pak for Integration. The results were significant: wait times dropped by 98%, disconnection rates fell by 75%, appointment attendance increased by 38%, and patient satisfaction reached 93%. IBM also helped free around 2,000 operational hours annually and achieved an 86% resolution rate for text-based interactions.

Oncoclínicas&Co

Paula Soares

CX Manage